Managing Orders

The orders page shows every purchase made for your event — successful, pending, and cancelled.

How to Get There

1. Open your event
2. Click Orders in the left sidebar (under Ticketing & Sales)

What You Can See

Each order entry shows:

• Order reference — a unique identifier
• Buyer name and email
• Amount — total paid, plus tax and fees
• Payment — Stripe, Offline, or Other
• Status — Completed, Reserved, Awaiting Payment, Cancelled, or Abandoned
• Date — when the order was placed

Refunds are tracked separately from the order status. If an order has been refunded, the refund state (Refund pending, Refunded, Partially refunded, or Refund failed) appears under the Amount column. An order can be Completed and refunded at the same time.

Order Actions

Open the ⋮ menu on any order row (the same actions appear in the order drawer, which additionally offers Edit):

• Manage order — see all products in the order, payment info, and attendee details. From here you can also Edit the order details
• Message buyer — send the buyer a message
• Resend order email — send a new order confirmation email (completed orders only)
• Mark as paid — record payment for an order awaiting offline payment
• Refund order — issue a full or partial refund (see below)
• Copy customer link — copy the buyer’s order summary link
• Download invoice — available when an invoice has been generated
• Cancel order — cancel the order and release its tickets

When refunds are available

Refund order appears for orders paid through Stripe and for offline orders that have been marked as paid. For Stripe orders the money is returned via Stripe; for offline orders the refund is recorded for reporting only, and you return the payment to the customer yourself. Free orders, manually created orders, offline orders still awaiting payment, and orders that have already been fully refunded cannot be refunded in-app — they can only be cancelled. On Stripe orders, a second refund is also blocked while an earlier one is still pending.

Filtering and Searching

Use the search bar to find orders by name, email, or order number. The Filter Orders dialog offers two filters:

• Order Status — Completed, Cancelled, Awaiting Offline Payment (Reserved and Abandoned orders can’t be filtered)
• Refund Status — Refunded, Partially Refunded

Recurring events also get an All Dates selector for filtering by occurrence.

Exporting

Click Export to download your orders as an Excel spreadsheet. It includes buyer details, totals, tax, fees, refunded amounts, statuses, currency, billing address, notes, promo code, marketing opt-in, and a column for each order question answer.

Note: the export respects the selected occurrence only. Status filters and your search term are not applied — you get the full order list, up to 10,000 orders.